It was hard to get at the main bullet points from the rant.

I found that what he did - his job description as he put 'Matt as a service' - to be reasonable.

Support, bug fixes, documentation, and development. It would be nice to see more companies have someone completely own a small piece.

Often when I contact developer support, I talk to someone who clearly does not know anything about the product I'm talking about. It would have been nice to talk to Matt at that time.

Conversely, having the developers directly talk to customers gives them more visibility to how their products are being used. This is both fulfilling and enlightening.